I hope my issue will be heard and addressed by the consumer court forum, as I still have faith in the law and order of my country. Now my issue has been detailed below for your reference.

  • I had ordered a Kenneth Cole Rectangular watch for INR 3549 after 51% discount from Snapdeal.com (Order ID - 257550963) on 12th Dec 2012 at 13:17:32 hrs. As per the terms and conditions mentioned in the site the expected date of delivery is 7-10 business days. In India we consider Saturday as a working day, however the site does not mention that Saturdays and Sundays are not included. Hence, I was under the impression that the product will be shipped to me by 23rd Dec 2011 (excluding the weekends).
  • On 24th Dec 2011, I called up the customer care at +91-11- 45371100 and I was advised that the product will be shipped to me on the following week, either on Monday or Tuesday (26th-27th Dec'11). This information made me absolutely crazy and I blasted the customer care executive for not disclosing proper information to the customers. Lastly, I trusted their commitment and was expecting my product by 27th Dec'11, which again turned out to be a false commitment. I allowed them a grace period of another 2 business days (28th and 29th Dec'11) which again was in vain.
  • Now the frustration level started building up and on 30th Dec'11 I called up again to track the status of the shipment, none of the executives were able to answer my query and my call was escalated to a person named Mr. Ravi Sharma who refused to disclose his Employee ID, keeping in mind the business policy, which I appreciate. Mr.Sharma informed me on 30th Dec'11 that the product is not in their stock as there were some quality issues with the product and suggested me to take the refund back. Since my product was purchased through Credit Card the money will be refunded to my account with 7-21 working days. I was disappointed with this answer and I asked him why wasn't I informed about this situation earlier. The answer from the other end was "We really apologise for the inconvenience caused" - which I have been hearing from the beginning. Now as a customer, it is my right to ask for a compensation for the wastage of these 18 calendar days (12th - 30th Dec'11). Mr.Ravi Sharma offered a voucher of Rs 100 from Snapdeal as compensation for these 18 calendar days, which seemed like they treat their customers as beggars.
  • I was litterally irritated with this offer and I refused it immediately and also informed him that I need the watch with same brand, same design and same colour, of equivalent value or higher. I'd also quoted that I will not be paying anything extra for that product. Mr.Ravi was speechless and after a deep breath, he insisted me to wait for a call back as he will need his senior's advice (which is appreciated), as a result I asked for a written mail from Snapdeal on the discussions that were held and it was committed to me that I will be getting an E-Mail by the end of the day. There was no call back nor any E-Mail from Mr.Ravi Sharma till 31st Dec 2011 morning 11:00 Hrs, which provoked me to call them back.
  • After the call was connected I asked for Mr.Ravi Sharma and the Customer Care executive (CCE) didn't want to transfer the call, after repeated arguements between the CCE and me as Mr.Ravi Sharma was on another call as per the CCE's, my call got transferred to Mr. Ravi Sharma after 2 - 3 minutes, and he was suggesting me the same old things ("take your refund and Rs 100 voucher as a compensation for the delay"). Once again there was a heated arguements between Ravi and myself as this issue was getting into my nerves even after paying. Once again I reiterated that, I need the watch with same brand, same design and same colour, of equivalent value or higher. I'd also quoted that I will not be paying anything extra for that product. The answer from Ravi was since it was Saturday (31st Dec'11) its a non-working day for the logistics team and he will not be able to give me any information about the product and he also mentioned that a callback will be arranged on 02-01-2012 which will inform me about the shipping status.
  • I waited till 11:40 hrs on 02-01-2012 in the morning and I forcefully called Snapdeal customer care. As usual they were not ready to transfer the call to Mr.Ravi Sharma reason being he was on another call. As a result my call got escalated to a lady name Ms. Megha who heard the entire story and committed a call back within 1 hr (12:02 hrs - 13:02 hrs). I received a call from Megha at 12:32 hrs and she advised me that the product will be shipped to my mailing address by Thursday 05th Jan'12 but the compensation details were not mentioned, which meant that, no compensation will be provided.


I would request you to take suitable actions against companies like these who drive a sadistic pleasure by harrassing the customers after taking payments. If the same thing would have happened in countries like US or UK the law always favors the customers, so I really have high hopes on the consumer court forum beacuse I still feel that the law in India is not sold out to these fancy companies. Request you to help me in getting justice.

Regards
Bhaskar Manna